Feedback and dispute resolution
The Canadian International School (CIS) adopts a closed loop feedback and complaint management system to gather and address all feedback and/or complaints received from stakeholders (Students, parents and external parties) for continuous improvement. In this definition, external parties refers to parents, the public, suppliers and partners. Obviously there are many forms of feedback in a school environment and we embrace the open door policy and school culture that has always been typical at CIS. The School also seeks feedback formally from Students and parents via surveys each school year.
CIS aims to provide a high standard and quality of service in respect of its programmes of study, services and facilities. As part of its commitment to enhancing Student / parent / external parties’ experiences, this policy has been established to deal with feedback, complaints and disputes. CIS will respond/acknowledge all feedback and complaints within two (2) working days and will target to resolve the issue within twenty one (21) working days.
The purpose of this information is to:
- Define feedback, and complaint procedures (including disputes)
- Illustrate the feedback and complaint process
- Outline the dispute resolution procedures and process for referring a case to the Committee for Private Education (CPE) Mediation-Arbitration Scheme, via the Student Services Centre (SSC)
- Feedback is information provided by Students or external parties that is intended to be used as a basis for improvement
- Complaints are feedback expressing dissatisfaction of a serious nature which affects a Student’s learning experience and can lead to attrition, if not attended to and resolved in a timely and satisfactory manner
- Disputes are disagreements that remain unresolved notwithstanding all attempts to achieve resolution of a Student or external parties’ complaints
For feedback and complaints, we have implemented a formal Feedback and Dispute Resolution Procedure. Official feedback and complaints can be submitted to firstname.lastname@example.org or via the online feedback form.
Procedure to lodge feedback
CIS recognises that complaints may provide useful feedback which, where appropriate, will be used to improve its services and facilities.
- Students / parents who have feedback or a complaint should raise the issue as soon as possible.
- Feedback and complaints can be provided via the following methods;
- By completing and submitting the Customer Feedback Form via suggestion box (in the main office on campus)
- Via email to email@example.com
- Via the online feedback form on the School website (Feedback and Dispute Resolution)
- All feedback and complaints will be dealt with in confidence.
- Where a complaint is shown to be frivolous, vexatious or motivated by malice, it will be dismissed and disciplinary action may be taken against the Student.
All feedback/complaints will be dealt with in confidence.
Acknowledgement and response
The School will provide a written or verbal acknowledgement within two (2) working days of receipt of the feedback/complaint.
The School will respond with:
- Specific action/information to resolve the matter.
- Dismissal of the complaint in which case reasons will be given to the Student in writing.
- Students may be referred to the CPE Mediation-Arbitration Scheme, via the SCC, if their complaint remains unresolved.
The School aims to resolve all complaints within twenty-one (21) working days. All feedback and general complaints will be recorded and filed for internal review purposes.
Important Note: The Dispute, Feedback and Complaints Policy does not cover the Appeal of Academic Grades, for which a separate procedure exists.
CIS is a participant of the Committee for Private Education Mediation-Arbitration Scheme (the “Scheme”). Under the Scheme, parties to a dispute will first be referred for mediation at the Singapore Mediation Centre,and if the dispute is not resolved through mediation, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. The Prescribed Dispute Resolution Centres are the Singapore Mediation Centre and the Singapore Institute of Arbitrators.
Procedure for referring a case to external mediation body (for Students)
- Students may wish to initiate a case to the CPE Mediation-Arbitration Scheme if they are not satisfied with the outcome /actions taken by CIS.
- The Student will be required to fill out an application form, stating the nature of their dispute.
- The application form will then be sent to the Singapore Mediation Centre (SMC), who will contact the Student and CIS within 7 working days for an appropriate date to hold the mediation session.
- Before the day of mediation, the parties involved will exchange through the SMC a concise summary of the case, as well as copies of relevant documents referred to in the summary that the parties wish to rely on during mediation.
- At the end of Day 1 of mediation, if the parties are able to arrive at an agreement, the mediator will draw up a settlement agreement and close the case.
- However if there is no settlement, the Student can decide if they wish to proceed to the arbitration stage, which is a paper-based review of the dispute.
- The arbitrator may call for a hearing if he or she deems it to be necessary.
- The Student will be required to submit a request to the Singapore Institute of Arbitrators (SIArb) to commence arbitration, and within 14 working days of receiving the request, CIS will submit to SIArb its defence.
- The Student will have another 14 working days to submit their reply to SIArb upon receiving the CIS’s defence. For a documents-only arbitration, the arbitrator will publish his or her arbitral award within 60 days from the commencement of the arbitration, while if a hearing was held, the arbitrator will publish his or her award within 90 days from the commencement of the arbitration.
Mediation is a means of dispute resolution in which the parties to a dispute engage the assistance of an impartial third party (called the Mediator) to facilitate negotiations between them with a view to resolving their dispute privately and in an amicable manner. The focus is not on who is right or wrong, nor on who has a stronger or weaker case. Rather it is on how the parties can move forward and put the dispute behind them. The Mediator helps the parties to adopt a problem-solving approach, move away from their respective positions and focus on their interests, needs and concerns.
Arbitration is a process by which the parties of a dispute submit their differences to one or more impartial parties for a final and binding decision. Being an orderly proceeding, arbitration is substantially less formal than court proceedings. Arbitration under the CPE Mediation – Arbitration Scheme is a paper-based proceeding under which each party submits his representation to the Arbitrator for consideration. Confidentiality is ensured and the disputes are resolved in a cost-effective and expeditious manner. It is an alternative to dispute resolution by litigation in a court of law.